SUMMARY:

• I am a Program and Project Manager for Information Technology Support with over 18 years of experience and expertise across all areas of the field of Information Technology including enterprise wide systems development, deployment, product/service support and delivery, customer service support, operational management, project management, and program management. I provide a focused specialization in leveraging technology to improve and advance the program mission, and leading the development and implementation of process streamlining initiatives to ensure efficiency, repeatability and cost savings through innovations and effective management of resources and deliverables.
• I am a Certified Project Management Professional (PMP) in Information Technology with proven capabilities in the private, and public sectors. Throughout my career, I have continuously cultivated and consistently enhanced my highly technical skill set in parallel with refining my robust leadership and management expertise. I have successfully thrived in positions that required a strong motivation for analysing and designing strategies and providing senior level management with solutions for highly complex, constantly shifting IT solutions. I have actively sought and excelled in positions of leadership and management of multiple project teams and programs across a variety of service areas in both the public and private sectors.
• I have regularly served as a prominent and trusted senior - level expert and consultant to executive level management in both public and private venues. I have successfully established and earned a professional reputation in the IT project and program management field for providing executive management and leadership with high level technical advice, briefings, presentations and enterprise planning that is precise, practical and dependable. My private and federal sector experience includes positions of increasing leadership responsibility in the IT realm, including management of programs, projects and contracted staff as a consultant for the Department of the Treasury, the Department of Commerce, the Department of Homeland Security and the American National Banks.
• Developed, implemented and maintained strategic policies and plans by using effective project management principles;
• Developed, implemented and maintained policies to govern the requirements, modifications and problem solutions of IT activities;
• Developed, implemented and maintained the rigorous application of information security/information assurance with regard to IT activates;
• Developed, prepared and presented both formal and informal briefings to chain-of-command management, third party vendors, and associated federal organizations as required on related IT activities;
• Developed, implemented and maintained quality assurance audits, service level agreements and budget allocations for IT activates;
• Developed, implemented and maintained continues improvement audits and reviews of IT activities;
• Demonstrating concise, clear and thorough share of information through reports, briefings, visual, written and online methods of communication;
• Demonstrating effective negotiation skills when dealing with internal, external and multi-agency organizations;
• Demonstrating appropriate leadership when fostering and maintain relationships with client points of contact to develop an in-depth understanding of the customers' needs;
• Demonstrating a effective leadership of personnel, teams and projects by utilizing a deep; understanding of management motivation principles;
• Demonstrating responsibility for and resolution of trouble issues as they arise.
• Establishing, evaluating and maintaining client metrics and service license agreements;
• Establishing, evaluating and maintaining appropriate accounting of allocated IT budgets.
• Establishing, evaluating and maintaining proper communication through briefings and reports to senior management;
• Establishing, evaluating and maintaining IT related knowledge databases, ticking, support, quality assurances and related systems;
• Establishing, evaluating and maintaining IT policies, procedures and configuration management best practices.
• Ensuring IT support environment is operationally supported for a 24 /7 rotation;
• Ensuring qualified IT support personnel are professional, properly trained and motivated;
• Ensuring the resolution of client technical issues and requests in a timely manner;
• Ensuring dynamic quality assurance and integrity of IT support environment;
• Ensuring successful implementation of IT projects using project management principles.
• Providing expert technical direction, support, planning, and guidance;
• Providing effective training, motivation and mentoring through individual learning styles;
• Providing competent scheduling, hiring and attrition replacement;
• Providing timely certification and accreditation of personnel;
• Providing appropriate performance reviews, promotions and disciplinary actions;
• Providing resolution to personnel, team and organizational conflicts;
• Providing coordination and leadership of external contractors, suppliers, vendors to support the various stages of client projects and technical support.

PROFESSIONAL EXPERIENCE:

DO-IOSS Program Manager

Confidential, Washington, DC

• Development of a Program Management Plan (PMP) to address the approach and schedule for implementing the requirements of this PWS and achieving the performance standards for each task.
• Provided an update to the Program Management Plan quarterly and provide an annual update of all changes at the end of each performance period.
• Performed the Task Order technical effort using sound program management principles and an ANSI-748 compliant earned value management system that correlates cost and schedule performance with technical progress.
• Developed and maintained the Task Order Work Breakdown Structure (WBS) consistent with the Task Order technical proposal. The Program Manager shall maintain the master WBS throughout the execution life of the task order. Task Orders are 1) Program Management 2) Service Desk 3) End User support 4) Data Center Operations 5) Network Operations 6) additional Work Requests as identified.
• Management of the WBS as the foundation for all project work scope planning, scheduling, project cost estimates, life-cycle cost estimates, resource allocations, performance measurement, configuration management, and status reporting.
• Monitored all work and coordinated with designated government interfaces, both internal and external officers and other third parties and vendors as required.
• Executed the Task Order Kickoff upon award attended by key government and contractor personnel. The Task Order Kickoff Meeting goal was to establish, revise, or refine roles and responsibilities, identify risks and dependencies, and communicate the Program Manager’s Technical and Management approaches for the Task Order.
• Acted as delegate of authority in the best interest of the government in relationships with other commercial providers and shall maintain complete confidentiality and the highest ethical standards in these matters, as related to the performance of this contract.
• Developed meeting summary reports following the attendance of formal recurring, scheduled and ad-hoc meetings.
• Ensured reports and deliverables were accurate, complete and submitted in the required timeframe with no re-work required.
• Provided Task Order management services to interface with the COR and plan, organize, manage, staff, and control all work awarded to the contractor under the Task Order and any the addition of twenty-seven (27) additional optional work requests under the project task.
• Directly supported the Contract Office Representative (COR) in providing analysis, reports and funding considerations supporting Task Order Cost Estimation exercises.
• Ensured that requests for proposals for optional tasks are accurate, complete and submitted within the required timeframe with no re-work required.
• Developed a compressive Work Breakdown Structure (WBS) consistent with each Task Order Optional Subtask Contract Line-Item Number (CLIN) Technical Proposal.
• Develop, plan, direct and research technology and industry best practices as related to help desk, desktop support and data center customer support operations.
• Integrated and consolidated all additional optional CLIN WBS with the Master WBS.
• Executed a separate kick-off meeting for each optional Task Order upon award of Task 5 by the Contracting Officer. The optional task kickoff meetings were designed to establish, revise, or refine roles and responsibilities, identify risks and dependencies, and communicate the Program Manager’s Technical and Management approaches for the Task Order.
• Supervised the 7 task leads to keep staff attrition rates well below the contract deliverable of 2% per quarter.
• Responsible for insuring that personnel that exhibited low productivity or lack of sufficient expertise were replaced immediately with a qualified, experience replacement.
• Responsible for immediate action taken to investigate, reprimand and if requested by the COR, to remove the specified contractor staff from government premises and systems.
• Lead the Monthly Project Management Review (PMR) briefings to the COR and OCIO management and developed Monthly Management Reports for those meetings.
• Provided trending, analysis and support for COR ad-hoc data calls and report requested by provide information including, but not limited to, statistical data and analytics that described general and specific aspects of the contract PWS.
• Prepared the Task Order Performance Report in accordance with the Task Order WBS.
• Provided a Monthly Management Report that included a detail breakdown of work performed and list of deliverables.
• Prepared and maintained the Quality Management Plan which defined how the Task Managers ensured the quality of their tasks and deliverables.
• Develop, use, and maintain metrics to measure business performance and contract deliverables for the help desk, deskside support, data center and program management task areas are being met.
• Prepared and delivered to OCIO leadership the Annual Performance Summary Report which included summary of work performance, deliverables, financial impacts and leading edge technology innovations.
• Developed and maintained the Risk Management Plan that conformed to best practices and provided visibility into all categories of Project Risk and Issues.
• Executed proactive Risk Management and identified Issues and Risks to project success, documenting them in the Risk Register and Issues Log on the Program Manager’s Management SharePoint Area for viewing by stakeholders and OCIO leadership.
• Documented the probability, impact and timeframe of each identified Risk and the negative impact of each risk.
• Identify and track action items and critical objectives including leading project teams and support personnel to champion and ensure on-time execution of identified and assigned annual action Items.
• Management and maintained proactive issue and risk mitigation and contingency planning and implemented techniques to mitigate risks before they occurred and contingency plans that reduced their negative effects and impact.
• Recommended mitigation and contingency plans and provided detailed tracking of the status of any risk mitigation or contingency planned activities for which the contractor was responsible.
• Lead periodic Issue and Risk reviews, on a schedule dictated by the COR, in which the risks, mitigation plans, and contingency plans were reviewed and discussed. Responsible for executing the desired actions to provide a solution wherever appropriate.
• Managed sub-contracts as to ensure required performance was sufficient to support the contract deliverables and service level attainment.
• Provided a comprehensive Transition Plan that provided detailed description of tasks, resources, schedule, assumptions, dependencies, and risks associated with three phases of transition. The primary objective of these Transition tasks was to minimize impact to the IT infrastructure and ACIO-IO’s customers, the end users.
• Promoted the benefits of the contract to the DO user community, and ensured end-users receive information about the transition and the new services. Ensured end-user functionality and service was not diminished and that the end-users experience with the transition was as seamless as possible (low risk and low impact).
• Demonstrated continuous end-to-end integrity and accuracy in conversion approaches prior to execution. Leveraged best practices and tools to migrate cleanly assets, data, resources, and services to the new contract.
• Adapted a Best Practices transition approach to ensure Treasury requirements through the establishment of an adaptive communication strategy and plan proper execution.
• Managed the required personnel, oversight, tools, processes, and other necessary resources to fully support these contract tasks.
• Responsible for all aspects of a multi-million dollar budgeted IT Support contract for the Department of Treasury.
• Responsible for management of multiple IT support teams including Tier I, Tier II and Tier III, Data Center, Quality Assurance and Shared Services Management.
• Responsible for development, implementation and management of end-to-end support projects, processes and procedures for resolving user Service Requests, including all escalations, within defined contact performance metrics.
• Responsible for delivering a ITIL v3 mature, CMMI and ISO certified Service Desk solution.
• Responsible for developing proposals and responding to government Request for Proposals (RFPs) through proper knowledge and understanding of government IT contracts.

OS-OCIO Help Desk Project Manager

Confidential, Washington DC

• Responsible for applying advanced IT principles, concepts, methods, standards, and practices sufficient to develop and interpret policies, procedures, and strategies governing the planning and delivery of IT help desk support throughout the Office of the Secretary OCIO, and to make decisions or recommendations that significantly influence important IT policies or programs.
• Responsible for the implementation of Baldrige Criteria Framework on the OS-OCIO help desk including the following 7 core areas:
• Responsible for demonstrating comprehensive knowledge of the OS-OCIO Service Desk and functions and knowledge of the Information Technology Infrastructure Library (ITIL) to develop and document processes and procedures to improve service delivery. Implementing Expert level ITIL on the Helpdesk and training the team in ITIL Foundation fundamentals.
• Responsible for implementing and maintaining project management principles, methods, and practices including developing plans and schedules, estimating resource requirements, defining milestones and deliverables, monitoring activities, and evaluating and reporting on accomplishments sufficient to manage assigned projects.
• Evaluate existing ITD help desk and customer support processes to ensure they are meeting desired goals; identify more efficient and effective ways to successful meet identified goals; conduct regular assessments and implement adjustments to meet customer requirements; provide continuously improve for processes and procedures; and manage business process mapping.
• Responsible for implementing and maintaining developments and emerging IT technologies and their application to service management.
• Responsible for supervising OS-OCIO helpdesk staff, including skill in planning work to be accomplished by subordinates; setting priorities; evaluating performance; giving advice, counsel, and instructions; effecting minor disciplinary actions; and, identifying developmental and training needs.
• Achieved superior customer support and help desk performance excellence by utilizing the Baldrige Criteria framework which resulted in the following results:
• Growth in customer satisfaction, engagement, and loyalty
• World-class product and service outcomes
• Role model process efficiency
• Increased workforce and volunteer satisfaction and engagement
• Growth in revenue and market share, and improved financial results
• Increased student learning outcomes
• Dramatically improved patient outcomes, safety, and loyalty
• Maintained a help desk staff attrition rate of less than 2% for the duration of the time on contract through proper personnel motivation, guidance, training and adherence to effective and efficient management of policies, processes and procedures.

IT Consultant - Help Desk/Project/ITIL management

Confidential, Woodbridge, VA

• Responsible for consulting with clients to assist with the creation, modification, or implementation of IT project teams, call center teams and Service desk teams.
• Responsible for consulting with clients in the creation of performance metrics, quality control and process improvement based on client needs.
• Responsible for consulting with clients to assist in the creation of call center and help desk related training guides, programs and knowledge bases.
• Responsible for consulting with clients to assist in the planning and implementation of client SLA’s (service level agreement) based on client requirements.
• Responsible for consulting with organizations to establish, implement and or integrate ITIL V3 methodology, processes and best practices.

Help Desk Manager, Project Manager

Confidential, Denver, CO

• Responsible for leading 17 multi-tiered helpdesk analysts in handling all IT related issues in a clear, concise and helpful manner for a multi-organizational, highly confidential banking organization consisting of 47 locations and 900 plus end users with diverse levels of technical ability.
• Responsible for planning, implementing and maintaining acceptable SLA (service level agreement) Metrics for both assigned project teams and helpdesk support teams.
• Responsible for all project and helpdesk personnel training, discipline, hiring, and attrition replacement.
• Responsible to both banking and federal clients in regards to security, metrics, account performance, audits, federal requirements, and service level agreements, scheduling availability and staffing support availability issues.
• Responsible for security and authenticity of analyst data entered into Banking restricted clearance ticket tracking system.
• Responsible for managing IT related projects from planning, budgeting, staffing, testing, implementation and support for the various banking needs.
• Responsible for the $300-500k budget as related to helpdesk personal, assets, projects and related support.
• Responsible for tracking, maintaining and upgrading all PC related assets. (PC’s, laptops, desktops, pda’s, servers, databases, hardware and software related applications, etc)
• Responsible for client support of critical applications in regards to the operating systems, office products, accounting software, Microsoft Outlook / Exchange Email, financial and bank specific databases, software and network security, infrastructure remote access and file transfer migration as they relate to both the end user and the banks external customer base.
• Responsible for leading helpdesk analysts in providing customer support across several platforms such as Novell, Windows 95, 98, 2000, XP, NT, Unix, Lotus Notes, Lotus Smart Suite, Legacy, and Mainframe applications.

Lead Help Desk Supervisor

Confidential, Lafayette, CO

• Responsible for supervising the planning, creation, implementation, training and supporting a multi-tier helpdesk call center environment to handling customer support calls for a multi-departmental government agency inside of a one year time frame. This helpdesk is responsible for the initial and long term support of the Department of Homeland Security US Customs and Border Protection, US Immigration & Customs Enforcement groups.
• Responsible for management of 35 plus multi-tiered analysts with regard to supporting Microsoft products, government specific software, critical applications in regards to local desktop, stand alone, remote and telecommunications needs for a 3200 Department of Homeland Security users including local, state, national and international agents.
• Responsible for planning, implementing and maintaining acceptable SLA (service level agreement) Metrics for both assigned project teams and helpdesk support teams.
• Responsible for all project and helpdesk personnel training, discipline, hiring, and attrition replacement.
• Responsible for leading all projects related tasks from initial concept and planning through implantation and continuing support.
• Responsible for overseeing an $800,000 budget for all helpdesk related projects, personnel, assets, infrastructure and software.
• Responsible for providing the Department of Homeland Security by setting up the knowledge base, processes, staffing requirements, ticketing system, service level agreements, account / analyst metrics, and helpdesk analyst training with regard to the new DHS technical support helpdesk.

Help Desk Manager

Confidential, Fort Collins, CO

• Responsible for leading assigned team of 10-20 agents in regards to account metric requirements, account customer quality requirements, agent account training, agent attendance/attrition issues, and agent payroll issues.
• Responsible for delivering agent reviews, monthly one on ones, agent coaching’s and corrective actions as they relate to assigned agent team.
• Responsible for monitoring the agent body on the floor in regards to questions, call queues, recycling dialling campaigns, and responding to supervisor escalation calls.
• Responsible for management of CSM (Client Service Manager) assigned projects such as the agent schedule database, mentor tracking database and agent quality score improvement databases as they relate to the client account.
• Responsible for management of assigned agent teams consisting of 10-15 members, 12-14 teams, to meet and exceed Qwest upsell incentive programs.
• Responsible for all project and team(s) personnel training, discipline, hiring, and attrition replacement.
• Encouragement of assigned agent team and agent floor body to maintain a positive moral environment in the face of many account changes.

Account Supervisor

Confidential, Boulder, CO

• Responsible for management of 143 customer service agents, 12 client call queues, 5 knowledge account databases, and 3 agent management databases.
• Responsible for delivering agent reviews, monthly one on ones, agent coaching’s and corrective actions as they relate to assigned agent team.
• Responsible for providing product, customer, and system support for IBM One Team as it relates to Lotus notes, Outlook/Exchange compatibility issues. Responsible for management of 10 team leads in regards to agent issues, team lead issues, disciplinary issues for client accounts.
• Responsible for collecting, tracking, maintaining the technical data in the form of client TSR ticketing systems.
• Training of personnel in Windows 95, Windows 98, Windows NT, Unix, Lotus Notes, Lotus Smart Suite and Voice Mail.